Stand firmer to your beliefs, principles, vision, and mission. Creating a mission and vision statement is a great exercise, but the real power comes with living out that mission and vision every day and encouraging your team members to do the same. Look for ways you can reinforce your commitment to the firm’s tenets as often and impactfully as possible. From fun swag to prominent office signage, make sure your core beliefs are always top of mind for your team and clients.

Create more imaginative training. Developing your team is not a one and done event. Something mentioned during orientation doesn’t magically become something every team member “should know.” Think about your training and development programs. Are they taking into account different kinds of learners? Are they memorable enough to make the training stick? If you want real transfer of training into job skills, you need to be creative in your training programs and plan them out. Sitting one team member next to another does not make a solid training program. Take time in making sure your training program reflects the strategic direction of your firm, is measurable, and creates the desired behavior.

Empower your team members to think like an owner. At Vista, we have seen really powerful programs where paralegals and case managers are given a discretionary budget to use on clients. When they hear about a baby being born, a wedding, a special occasion, or even a client having a particularly bad day, they are empowered to order flowers, send a gift, or mail a personalized card. Those small gestures give your team the autonomy to care for clients in the way they see fit. This autonomy can help to create a culture of positivity and enthusiasm.

Treat customers like guests. You may have heard this expressed as “creating memorable moments.” You have a real opportunity to wow your clients with their journey through your firm. Are you taking advantage of chances to exceed expectations? I experienced my own Disney magic while attending Mickey’s Not So Scary Halloween Party the first day the parks reopened. While casually joking with a cast member about the incredibly long wait time to meet Jack and Sally and deciding I would try again during some other visit, that cast member shared a magic ticket, allowing me to access a separate line! Within 20 minutes, my small wish was granted by meeting those special characters. It worked, Disney! You made that bond even stronger. It also helped in making me a continued customer. What moments can you cultivate that create raving fans and loyal clients of your firm?

Really listen to feedback. Disney is known for making money from positive brand experiences. Disney asks guests for feedback and continues to search for innovative ways to make all experiences as magical as possible. Vista encourages our law firm clients to survey their clients during and after the resolution of their cases for the same reasons as Disney. If a client has had a great experience, we want to ensure this is standard practice for the firm. The same goes for a negative experience…what can we do to alleviate the issue and learn from the feedback? This feedback doesn’t stop with your clients. What about your team? Are you giving them an opportunity to voice concerns and communicate ideas, all without repercussion?

Be more innovative and forward-thinking. Disney continues to be innovative in their approach to keeping the customer happy. From virtual queues for rides, tracking technology for character meet and greets, and introducing new characters like Moana and Coco, Disney seeks ways to keep their guests engaged with a mix of old favorites and fresh experiences. Similarly, law firms must find ways to evolve from the traditional methods of running a firm to new practices that will benefit their clients, retain existing clientele, and solicit referrals from past clients.

Reward your team and make work fun. Disney understands that a company is only as good as its team. The organization provides competitive pay, raises and promotions based on performance, and invests in their team’s creative ideas. They also recognize and reward individual achievements. Disney demonstrates the power of creating an environment where everyone feels they are working towards a common goal while still having fun along the way. By investing in your team, you’ll gain the trust and loyalty of your employees and ultimately show results in both customer satisfaction and business growth. Making the workplace a place your team wants to be is truly magical for all involved.